Customer Support Executive

Job Title: Customer Support Executive

Reporting to: Customer Support Manager

Salary Range: £24,479

Contract Type: Permanent

Location: Sheffield

Hours/Days per week: 35 hours per week, 9am – 5pm, Monday – Friday.

Requirements: Felix can only employ applicants who currently have the right to work in the UK. As part of our safer recruitment policy, we do ask questions regarding unspent criminal records

We are Felix

We bring people together to rescue, repurpose, and share surplus food that would otherwise go to waste, turning an environmental problem into a social opportunity.

Together with 16 other independent charities, 18,000 volunteers, and thousands of partners, we are the UK’s food rescue network, supporting 1.5 million people across the country.

We‘re about fuller plates, fuller communities, and fuller lives.

Purpose of the Job

Providing exceptional support to both internal and external stakeholders on policies, systems and platforms, through strong communication and problem solving skills to address partner enquiries, root cause problems, and provide timely resolutions.

Duties and Responsibilities

Your normal duties and responsibilities will be set out in your job description. However, the charity may require you to perform other duties from time to time.

• Provision of high quality support to charities, addressing issues and escalating to relevant stakeholders where necessary
• Managing charity compliance across a designated Felix Go region
• Utilisation of the CRM system to maintain accurate and up-to-date records of scheduled donations
• Collaborate with regional field teams to transition charities from initial onboarding to ongoing support, aiding engagement and retention efforts
• Work with the data support team to analyse performance, track trends, and proactively address key issues
• Collaborate with retailer partners and tech suppliers to resolve problems and fulfil requests
• Assess charity eligibility and their capacity for surplus food, aiming to maximise donations and assisting with the rollout of new retailers and pilot initiatives

Essential Criteria

• Previous experience working with food waste in either an academic or professional context
• Not-for-profit experience whether in employment or as a volunteer
• Experience of working in a customer service role
• Excellent communication skills both written and verbal
• Proficient in the use of Microsoft Office tools
• Experience of using Power BI for reporting and analysis
• User experience of CRM platforms (Salesforce)

Equity Diversity Inclusion & Belonging

At Felix, we are committed to promoting equality, diversity, and inclusion in everything we do. We value the unique contributions of every individual and strive to create a respectful, inclusive environment free from discrimination or prejudice. Our commitment extends to all employees, and volunteers, ensuring equal opportunities for everyone, regardless of background or characteristics.

Application procedure

Once you apply you will be directed to our recruitment portal. Please upload your CV and a covering letter outlining your suitability for the role and make sure that they are both uploaded before submitting your application.

After you have submitted your application, you have 24 hours in which you can access you application and make edits. We will only consider applications with both CV and cover letter submitted.

Recruitment timeline

We reserve the right to close advertisements early and we might assess candidates and arranging interview as applications come in, so please apply as soon as possible, to avoid missing out on this opportunity.

Due to the anticipated large number of applicants, if you do not hear from us within four weeks of your application, we regret to inform you that your application has been unsuccessful. Consequently, will not be able to provide feedback.